Work

Just What the Doctor Ordered? Investigating the Impact of Health Service Quality on Consumer Misbehaviour

Year: 2014

Type: article

Abstract: The growth in demand and expenditure currently being experienced in the Australian health sector is also accompanied by a rise in dysfunctional customer behaviour, such as verbal abuse and physical violence, perpetrated against health service providers. While service failure and poor recovery are known to trigger consumer misbehaviour, this study investigates whether lower than expected perceived service quality generates cognitive and emotional appraisals that trigger two common forms of misbehaviour: refusal to participate and verbal abuse. Data were collected using a 2 × 2 between-subjects experiment administered via online written survey and analysed using path modelling. The findings indicate that perceptions of service encounter quality have an indirect effect on whether consumers refuse to participate in the service and/or verbally abuse the service provider through the mediating effect of anger.

Source: Australasian Marketing Journal (AMJ)

DOI: 10.1016/j.ausmj.2014.08.010

Authors: Dominique A. Greer, Rebekah Russell-Bennett, Alastair Tombs, Judy Drennan

Institutions: Queensland University of Technology, The University of Queensland

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Good health and well-being

Open Access status: green

OpenAlex ID: W2002044112